The Future of Best Practices in IT Service Management - ITIL Version 3 Explained

Transcription

1 The Future of Best Practices in IT Service Management - ITIL Version 3 Explained Reg Harbeck CA Monday, August 13, 2007 Session 1455

2 ITIL V3: The Processes Governance Processes: Service Measurement Service Reporting Demand Management Strategy Generation Service Portfolio Management IT Financial Management Operational Processes Service Catalogue Management Service Level Management Capacity Management Availability Management Service Continuity Management Transition Planning and Support Change Management Operational Processes cont d Service Asset and Configuration Management Release and Deployment Management Service Validation and Testing Evaluation Knowledge Management Event Management Incident Management Request Fulfillment Problem Management Operational Management Secure Information Security Management Access Management 2

3 ITIL V2 Service Support mapping to V3 (High level) ITIL V2 Process Change Management Configuration Management Incident Management Problem Management Release Management Service Desk Service Asset and Configuration Management including the CMDB Fault Management (ICT Volume) Knowledge Management (NEW in the sense of service desk) Primary ITIL V3 Book Service Transition Service Transition Service Operation Service Operation Service Transition Service Operation Service Transition CMBD is part of the Configuration Management system (CMS) Service Operation Service Transition 3

4 ITIL V2 Service Delivery mapping to V3 (High level) ITIL V2 Process Financial Management Availability Management Capacity Management IT Service Continuity Management Primary ITIL V3 Book Service Strategies Service Design Service Design Service Design Referenced in Service Transition, Service Operation and Continual Service Improvement Service Level Management Service Catalogue Management Service Design Service Design 4

5 Processes in Version 3 5

6 6

7 ITSDT (IT service design team) in the context of the environment Customers Business strategy Infrastructure planning Database Activities IS Strategy IT Strategy Applications Development Program Management ITSDT Testing Projects Projects Projects Projects Projects Project office Service planning Operations Technical support 7

8 The service lifecycle Specify Code Deploy Modify Enhance Start Design ITSD Operate Maintain Decommission Project management ITIL RFC Stages of a structured method Procurement Timeline Note that the operations phases may generate RFCs that result in new projects (threshold criteria exceeded) 8

9 ITSDT and Project Coordination Project Office ITSDT Development Coordination Team 2 Development Coordination Team 1 Live Service Coordination Upon New Release Development Tranche 2 Development Tranche 1 Live Service Operation Future Live Service Future Live Service 9

10 The service lifecycle Specify Code Deploy Modify Enhance Start Design ITSD Operate Maintain Decommission Project management ITIL RFC Stages of a structured method Procurement Timeline Note that the operations phases may generate RFCs that result in new projects (threshold criteria exceeded) 10

11 Infrastructure & Development Relationship The Business New or Changed Business Requirements Consumers Changes To Live Services Program/Project Management: PRINCE2 Operational Services IT Infrastructure Library Structured Methods Design & Deployment of New IT Services Maintenance of Hardware, Software and IT Services Design & Deployment of Modified IT Services IT Service Design Team (ITSDT) Capacity SLM Financial Problem Release Availability Business Continuity Incident Change Etc. Configuration Management 11

12 Quality Management Application Lifecycle Support IT Service Design (including policies and architecture) Strategic Goals The Principal ITIL Processes Planning and Control Capacity Management SLM Customer Liaison Supplier Liaison (including FM, Third Party Maintenance) Cost Management for IT Tactical Goals Business Continuity/Contingency Planning Availability Management Change Management Software Control & Distribution (including testing software) Problem Management Event and Incident Management Operations (including unattended operations Service Desk Networks Catalogue Operational Goals Configuration Management Environmental Infrastructure 12

13 ITSDT (IT service design team) in the context of the environment Customers Business strategy Infrastructure planning Database Activities IS Strategy IT Strategy Applications Development Program Management ITSDT Testing Projects Projects Projects Projects Projects Project office Service planning Operations Technical support 13

14 Consultation Findings* Improve consistency- structure, process, etc. Add Process Models for every process Include examples, case studies, templates Implementation guidance esp. outsourced services Scalability address small, medium and large Hooks into other best practices e.g. CobiT, CMM More on business benefits and marketing of ITIL Better exams, more qualifications, more consistency Guidance on selecting good tools Consistent terms and definitions *Drawn from Office of Government Commerce (OGC) v3 Launch Presentation 14

15 ITIL V3 The Structure Core Complementary Web Core Best Practice Guidance Support for Particular Market Sector or Technology Value added products, process maps, templates, studies Customized Implementation 15

16 V3 Package 16

17 Practical Decision Making CIOs IT Managers Consultants Practitioners Vendors Business Eco systems From value chains to value nets Adaptive processes for customers, services and strategies Linking to external practices and standards Managing uncertainty and complexity Increasing the economic life of services Selecting, adapting and tuning the best IT service strategies 17

18 Pragmatic Service Blueprint Policies, Architecture, Portfolios, service models Effective technology, process and measurement design Outsource, shared services, co-source models? How to decide & how to do it IT Managers Consultants Practitioners Outsourcers Vendors The service package of utility, warranty, capability, metrics tree Triggers for re-design 18

19 Managing Change, Risk & Quality Assurance Newly designed Change, Release & Configuration processes Risk and quality assurance of design Managing organisation & cultural change during transition Service management knowledge system Integrating projects into transition IT Managers Consultants Practitioners Outsourcers Vendors Creating & selecting transition models 19

20 Responsive, Stable Services IT Managers Consultants Practitioners Outsourcers Vendors Robust end to end operations practices Redesigned, incident and problem processes New functions and processes Event, technology and request management Influencing strategy, design, transition and improvement SOA, virtualization, adaptive, agile service operation models 20

21 Measurements that Mean Something & Improvements that Work The business case for ROI Getting past just talking about it Overall health of ITSM Portfolio alignment in realtime with business needs Growth and maturity of SM practice IT Managers Consultants Practitioners Outsourcers Vendors How to measure, interpret and execute results 21

22 V3 Complementary Series Contributions from industry Standard quality criteria Supports the Core of practice Enhances the agility of adaptation Rapid expansion of series Value added core enhancement Case Studies Knowledge Centre of Excellence Integrated lifecycle model Cross reference to external practices and standards Certification aids Focus on special needs for Implementation & enhanced knowledge Support for particular market sector or technology Value added products, process maps, templates, studies 22

23 V3 Synergy unleashed CMMI TOGAF etom Six Sigma PMBOK PRINCE2 SOA COBIT ISO/IEC SOX Certified Training ISO/IEC ISO/IEC M_o_R 23

24 V3 How will it affect you? Qualifications New Scheme Enhanced learning Status Quo Upgrading More choice Customers Vendors Service Providers Standards Aligned to Links to Security Links to Asset Links to Governance More flexibility Your ITSM Practice Greater scope of practice Greater flexibility of adaptation and choices Current with industry directions and ITSM reality Complementary to other common practices Easier to start, operate and mature Relevant to the real issues and opportunities Enhanced ability to prove ITSM ROI 24

25 V3 Qualifications Global certification board Global Examiner Panel creating certification scheme Accredited Examination Institutes Globally fit for purpose examinations Audited Training Organizations Single standard for examinations Flexibility and choice. 25

26 Myths, rumors, speculation 1. I ll have to re-certify everyone 2. All the ITIL processes I know today will be gone 3. I ll have to buy new tools 4. The ITIL processes I use today won t work in the V3 service lifecycle 5. V3 is an add-on to V2 26

27 The Truth about V3 All the ITIL processes are in V3 V3 incorporates many of the v1 books not explicitly included in v2 V3 maturity is very different (service delivery processes must be very mature) ITIL readiness assessments should be undertaken to discover the best place to start---not necessarily v3 V2 is mapped to ISO 20000, v3 is not ITIL is a framework! 27

28 V3 Looking Ahead V2 benefits brought forward to V3 Added globalization of multi-language versions Continual additions in complementary topics Broader outreach to external practice partners Continued alignment to emerging standards Complex service challenges made easier to meet Continued growth of non-proprietary practice Ongoing commitment to industry partnerships 28

29 Discussion 29